Senior Technical Services Engineer

Teamwork makes the stream work.
Roku is changing how the world watches TV

Roku is the #1 TV streaming platform in the U.S., Canada, and Mexico, and we've set our sights on powering every television in the world. Roku pioneered streaming to the TV. Our mission is to be the TV streaming platform that connects the entire TV ecosystem. We connect consumers to the content they love, enable content publishers to build and monetize large audiences, and provide advertisers unique capabilities to engage consumers.

From your first day at Roku, you'll make a valuable - and valued - contribution. We're a fast-growing public company where no one is a bystander. We offer you the opportunity to delight millions of TV streamers around the world while gaining meaningful experience across a variety of disciplines.

Our Global IT Support team keeps Roku employees productive by delivering reliable, high-quality technical support across our offices worldwide. Made up of 16 engineers across EMEA, APAC, and the US, we work together to ensure our colleagues have the technology and support they need to do their best work.

As part of our Cambridge-based team, you'll support around 450 employees across a diverse range of technologies and services. While each engineer manages their own work, collaboration is at the core of how we operate. We believe the best solutions come from working together, sharing knowledge, and supporting one another whenever challenges arise.

We're looking for someone who enjoys solving problems, values teamwork, and wants to be part of a supportive, globally connected IT organization. You'll partner closely with colleagues across regions and have the opportunity to make a meaningful impact on the day-to-day experience of Roku employees.

• Serve as the initial point of contact for resolution of desktop/laptop related problems
• Respond to Service Desk calls, walk-up support, incidents and tasks, following in-house procedures and escalation processes received through Roku’s ticketing system
• Provide support services to Roku employees with technical problems and information technology issues including, but not limited to Microsoft products, Adobe products, MacOS
• Perform installations, configurations, upgrade tasks, basic repairs and troubleshoot laptop/desktop and workstations, resolve minor to major hardware, software and networking issues
• Troubleshoot research, diagnose, document and resolve technical issues surrounding Microsoft Windows, MS Office applications, email, other special applications, VPN, internet connections and hardware/peripheral equipment.
• Responsible for timely resolution of problems or escalation on behalf of internal customer to appropriate support teams.
• Assist with Gen Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive
• Experience working in a challenging and fast paced environment, must work well under sustained pressure, be self-motivated with a strong sense of ownership, can-do attitude, urgency, and drive

• Minimum 4+ years of IT support experience
• Excellent written and verbal communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Hands on experience using and/or troubleshooting Microsoft Windows 10 Microsoft Office 365 and MacOS
• Knowledge or of experience with wireless troubleshooting, all flavors of IEEE 802.11x (WiFi)
• Understanding of network fundamentals and devices, LAN, WAN, ISP, Switches, Firewall, Wireless
• Ability to think around problems and come up with creative solutions
• Ability to work on tasks, and projects with minimum supervision
• Experience with Mobile Device Management platforms (i.e. Jamf, Intune)
• Experience supporting Atlassian products;
  Confluence, Jira, Jira Service Desk, Insight
• Experience with Microsoft SaaS products;
  SharePoint, O365, Azure
• Experience working with cloud and/or SaaS applications is a plus
• Microsoft certifications, Network+ or Cisco CCNA certified is a…